Joshua Gabrielle Sabac

• 6 years and 2 months of experience with this company overall.
• Handled inbound calls for 1 year.
• Handled back office (Data Entry) tasks for 1 year.
• Handled chat support for 2 years.
• Handled email support for 2 years.
• Executed outbound calls for six years across various lines of business.

Gained professional experience in customer service roles.

• Managed high-volume chats (up to 5 simultaneously), emails (100 daily), and telephone calls to address and resolve customer queries efficiently.
• Assisted French customers by communicating in French with the help of AI.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Assisted customers with orders, technical issues, and account problems through chat and email, ensuring timely resolution.
• Addressed customer service enquires quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Maximized customer satisfaction by promptly resolving service issues, contributing to overall customer retention.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Built rapport with customers through courteous and professional communications.
• Processed refunds, exchanges and service requests for customers.

• I was a SME for incoming classes for six months by that time.
• I spend 2 hours on phonetime and the remaining 5 hours assisting the trainer and the trainees.
• Provided expert advice on subject-specific issues to enhance organisational efficiency.
• Partnered with a trainer. Facilitated two training sessions for junior staff, improving their understanding, skills, and competencies.
• Trained, coached and mentored consultants to increase team productivity.
• Handled complex problems and issues by understanding root causes and implementing solutions.